I have been purchasing the Furnace insurance from Direct Energy for about $300 a year for at least 3 years, with them only coming ONCE to clean. They will clean once a year, but I just mention this to show how little I have asked of them. They came to clean, and found a crack in the furnace exchanger THE SIZE OF ONE INCH OF ONE HAIR. I have CO detector on each floor. I have a 7 month baby on the 2nd floor. It was 2pm on a day of -20 degrees. By law they had to shut down the furnace! They would not provide me with heaters even for one night while I scrambled to get financing and shopped around for a reasonably priced furnace. The only way they would agree to giving me heaters WHICH THEY HAVE is if I bought their furnace! They offered a replacement at a price that was double what I eventually paid.
I think direct energy was brutally unsympathetic. This is a case of a protection law gone awry as we never experienced headaches etc, yet there was NO concern about leaving an infant in a house on the coldest afternoon without heat. They just pranced out the door on their merry way. Direct energy is a huge company who just doesn't care!